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Customer Service Representative
2 months ago
**Job Summary**
Stanford University is seeking a highly skilled and detail-oriented individual to join our team as a Customer Service Representative. As a key member of our Gift Processing team, you will be responsible for providing exceptional customer service to donors, fundraisers, and departments across the university.
**Key Responsibilities**
• Be the subject matter expert on Stanford's Oracle Gift Processing (OGP) and Constituent Alumni Record Database (CARD) systems, as well as the Gift Transmittal (GT) system.
• Update biographic information and utilize all aspects of the image document system.
• Complete daily reviews of incoming gift mail, depositing checks and charging credit card gifts in a timely manner.
• Prepare deposited gifts for processing accurately and efficiently, coordinating any necessary gift transmittals or donor documents to ensure the accuracy of gift information.
• Maintain computerized logs and files in accordance with established accounting procedures.
• Provide exceptional customer service to fundraisers, donors, and departments, answering gift, pledge, and biographic updates/inquiries effectively using all available resources.
• Communicate with fundraisers and departments to determine if a donation is a gift, and contact donors for additional information as needed.
• Demonstrate flexibility and adaptability in switching daily work functions to assist teammates during peak volumes, periods of illness, leave, or vacation.
• Perform other duties as assigned.
**Requirements**
• High school diploma, G.E.D., or equivalent, and two years of relevant experience or a combination of education and relevant experience.
• Two years of customer service experience desired.
• Strong verbal and written communication skills.
• Previous customer-facing role/call center experience is a plus.
• Must demonstrate a high degree of professionalism in their work and ability to interact successfully with a wide variety of internal and external customers.
• General understanding of cash handling and reconciliation is desired.
• Previous banking/accounting experience is also a plus.
• Good computer skills and strong attention to detail.
• Ability to start and persist with specific courses of action while exhibiting high motivation and a sense of urgency.
• Excellent follow-through, tact, integrity, ability to multi-task, and manage confidential information are a must.
• Must be able to demonstrate solid retention of information to identify, implement, and complete any necessary solutions within department policy.
• A commitment to promoting and supporting an environment of diversity and inclusion.
